Regional Contact Center Manager

Majid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 48,000 people, revenues of over US$ 11 Billion, and operations in 18 countries. Some of the iconic brands we carry include Mall of the Emirates, Carrefour, All Saints, Lego, City Center, Abercrombie & Fitch, & Vox Cinemas. We believe in making Great Moments for Everyone, Every day.

JOB TITLE
Regional Contact Center Manager | MAF Retail | Corporate Head Office

ROLE SUMMARY
The Regional Contact Center Manager is responsible to drive and facilitate the achievement of service excellence via the adoption of best demonstrated practices in the contact center, identify process gaps to create a more seamless experience whilst managing counselling and coaching activities aimed at reinforcing strengths and bridging weaknesses in the different sections of the Contact Center department.

ROLE PROFILE

• Review/analyze workforce management data on a regular basis to ensure adherence to the group quality standards are consistently met.
• Ensure a good relationship with our third party outsourced.
• Responsible of calibrating the service between external and internal customer care staff.
• Provide regular feedback and reports to Country head of customer care to ensure optimized decision-making can be undertaken with regards to resourcing.
• Help/guidance to team leads in the supplier side to ensure agreed service level targets are consistently achieved in a cost-effective manner.
• Assume the key role in the control of the Contact Center cost position by ensuring that the First contact is always running at optimal levels of efficiency and in the most cost-effective way.
• Use all CRM and E-commerce systems confidently and use to accurately add notes to orders and cases for all incoming and outgoing contacts.
• Work closely with other internal departments to ensure issues affecting customer orders or returns are resolved and enable seamless shopping experience.

REQUIREMENTS

• Bachelor's degree in Business Management.
• 7 years of experience in managing Customer Care.
• Understanding of all communications tools such as Ziwom Zendesk, genesis etc…
• Past CX experience is a plus

WHAT WE OFFER

• At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
• Work from any country in the world for 30 days a year.
• Work in a friendly environment, where everyone shares positive vibes and excited about our future.
• Work with over 50,000 diverse and talented colleagues, all guided by our Leadership Model.